Summary
Overview
Work History
Education
Skills
Primary Number
References
Timeline
Generic

Shakera Goolsby

Macon,GA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in various industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience

Work History

Customer Solutions Representative

PayPal
San Francisco, CA
11.2021 - Current
  • Boosted company reputation by providing exceptional customer support, leading to increased positive feedback from clients.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Research and understand the issues behind a customer inquiry along with providing all customers empathy and acknowledgment
  • Reduced customer complaints through proactive identification of potential issues and prompt resolution of concerns.
  • Use problem solving, analytics, and intuitive skills to follow logic and offer good solutions.
  • Collaborated with team members to optimize workflow processes, increasing productivity and enhancing customer experience.
  • Provided personalized solutions for each customer inquiry, demonstrating empathy and understanding while adhering to company guidelines.
  • Manage emerging customer issues by escalating and working with internal partners to resolve while ensuring minimal impact to customers.

SMALL BUSINESS AGENT

Sykes
Remote
02.2021 - 08.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Educated customers on various financial products, empowering them to make informed decisions and improve their financial health.
  • Reduced response times by effectively managing a high volume of inbound calls and emails from clients seeking financial assistance or information.

Test Administrator

Pearson Vue
Macon, GA
10.2020 - 02.2021
  • Ensures that test results are fairly and accurately scored utilizing automated or manual processes; configures and operates test scoring scanners and sets up and maintains computerized test score tracking systems and data bases.
  • Ensured accurate test results by effectively monitoring and proctoring examinations.
  • Enhanced test-taking experience by implementing efficient administration procedures.
  • Collaborated with colleagues for consistent test administration practices across departments.
  • Facilitated a calm testing atmosphere by effectively addressing any issues or concerns during exams.
  • Played an active role in routine audits, ensuring proper documentation was maintained consistently throughout the year.

Private Nanny

Child Care
Warner Robins, GA
07.2019 - 04.2020
  • Enhanced children''s social skills by organizing play dates and group activities.
  • Maintained a clean, organized, and safe home environment for children under care.
  • Prepared nutritious meals and snacks to meet dietary needs of the children.
  • Accompanied children to various activities and appointments, ensuring punctuality and supervision.
  • Managed challenging behavior effectively by implementing positive discipline techniques.
  • Developed strong relationships with both parents and children, fostering trust and open communication.

Emergency Roadside Dispatcher

GEICO
Macon, GA
08.2018 - 07.2019
  • Enhanced customer satisfaction by efficiently coordinating with tow truck drivers and service providers for timely assistance.
  • Facilitated prompt roadside assistance for stranded motorists by maintaining accurate location information and dispatching appropriate resources.
  • Reduced response times by streamlining the dispatch process through effective communication and coordination between emergency responders and motorists.
  • Managed high call volumes, ensuring timely support to distressed callers during peak hours and emergency situations.
  • Contributed to team success by consistently meeting or exceeding performance metrics related to call handling time, customer satisfaction, and resource allocation.
  • Handled escalated calls with empathy and professionalism, resolving complex issues while maintaining a positive rapport with customers.

Receptionist

Savannah State Disability Center
Savannah, GA
09.2015 - 05.2017
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

Crew Member

Wendy's
Macon, GA
07.2014 - 08.2015
  • Improved customer satisfaction by providing efficient and friendly service during peak hours.
  • Prepared high-quality food items following established recipes and safety guidelines for consistent results.
  • Expedited orders with accuracy, resulting in reduced wait times for customers.
  • Collaborated with team members to achieve daily goals, maintaining excellent communication and teamwork.
  • Contributed to sales growth by upselling menu items and promoting limited-time offerings.
  • Trained new crew members on company policies, procedures, and best practices for optimal performance.
  • Adhered to food safety regulations by consistently practicing proper sanitation techniques in the kitchen area.
  • Worked front counter, drive-thru and other areas.

Education

Bachelors in Human Services, Minor in Psychology -

Middle Georgia State University
12.2020

Bachelors in Social Work -

Savannah State University
05.2017

Skills

  • MS Office proficiency
  • Computer Literacy
  • Stress Management
  • Product Knowledge
  • Written Communication
  • Multitasking
  • Teamwork
  • Organization
  • Time Management
  • Critical Thinking
  • Problem Solving
  • Telephone Etiquette

Primary Number

478-228-1279

References

References available upon request.

Timeline

Customer Solutions Representative

PayPal
11.2021 - Current

SMALL BUSINESS AGENT

Sykes
02.2021 - 08.2021

Test Administrator

Pearson Vue
10.2020 - 02.2021

Private Nanny

Child Care
07.2019 - 04.2020

Emergency Roadside Dispatcher

GEICO
08.2018 - 07.2019

Receptionist

Savannah State Disability Center
09.2015 - 05.2017

Crew Member

Wendy's
07.2014 - 08.2015

Bachelors in Human Services, Minor in Psychology -

Middle Georgia State University

Bachelors in Social Work -

Savannah State University

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Shakera Goolsby